Quality and Service Improvement
Sub-Topic 3
Skills
Below are the skills in this Sub-Topic:
- I will maintain the quality of my own work and raise any concerns where quality has been impaired.
- I am able to engage with patients/service users to seek out opportunities for service improvement.
Advanced Skills
These skills are designed to assist with career, role and personal development. These should be considered once you are confident in the relevant skills above.
- I am able to participate in audits or evaluations of services to identify opportunities for improvement.
- I am able to work with colleague to identify opportunities for service improvement and spread best practice.
Overview
Providing a service which is of high quality is a fundamental part of any organisation. People do not intentionally provide a poor-quality service but often systems, processes and ways of working can reduce the quality provided.
From the breakdown of IT systems, not answering a phone call or responding to a written communication can reduce the quality a service user receives. Not being able to find an appropriate service for a service user to access may lead to frustrations or a perception that the service provided is not of a high quality.
There are a number of methods, processes and ways within which an organisation will look to improve the quality of a service; often referred to as service improvement.
Engaging service users and patients to help improve the quality of the advice/support received is one way you can assist.
Why is this importantWhy is this important
Using a standard approach may be useful for the quality of the service delivered but may not suit your service user. Therefore, how to improve the service for your service user may also improve the delivery overall.
Service improvements can often lead to cost savings, reductions in duplication of work or effort and can make delivery of services less complicated.
Improving a service may assist in reducing inequalities within a local community. Providing information in an easy read format, or in another language can improve the quality of the service received.
Identifying barriers to accessing a service or support may also improve the service and quality of the experience.
Skills ReviewSkills Review
Having completed this sub-topic I will understand the importance of these skills.
- I will maintain the quality of my own work and raise any concerns where quality has been impaired.
- I am able to engage with patients/service users to seek out opportunities for service improvement.